Terms & Conditions

Terms of Use

Our terms and conditions within store and online are detailed below:

Customer experience

We are always delighted to help advise you on the range of products and services we offer in store or online and can be contacted on 0121 558 6116 or 07828 263 904 during the following times:

  • Monday-Saturday: 10:30am - 6:00pm
  • Sunday: Closed
  • Bank holidays: 12:00am - 5:00pm

Alternatively, you can email us at This email address is being protected from spambots. You need JavaScript enabled to view it.

Contact us via Facebook

Contact us on Instagram

Or leave us a message on our contact us page on this website


Our Guarantee

We guarantee to deliver fully hallmarked goods. Product guarantees do not cover loss or damage caused by accident, misuse, neglect or normal wear and tear. This does not affect your statutory rights.


Orders & Reservations

Please call us on 0121 558 6116 or 07828 263 904 before arranging to collect your order or reservations. No articles can be collected without your slip. A 3-month limit will be given on the collection of all reservations, failure to do so will result in loss of deposit. 

If an order is cancelled by the customer we may retain some or all of your deposit to cover any reasonable losses or costs incurred because of the cancellation.


Sale of Gold or Silver

Any gold, silver or precious metals sold or given to us as a deposit will be melted down the same day, unless otherwise stated.


Any promotions or offers apply only to full priced selected items and while stocks last, and are subject to availability. Friends Jewellers reserves the right to withdraw any offers at any time.  We reserve the right to cancel orders originating from instore or online sales for which discount codes were not officially intended. Only one discount can be used per single transaction and no cash alternative will be offered.



We do not give refunds but goods in their original condition, can be exchanged within 7 days. Our promise to exchange the item does not apply to faults or damages caused by accident, neglect or misuse. If an exchange is not suitable, we are happy to issue you with a credit note.

Unfortunately, we cannot accept returns of earrings, nose pins or cleaning products if the tamper proof packaging has been opened. This is for hygiene reasons and doesn’t affect your statutory rights.

We cannot accept items that have been engraved, personalised or altered to a customer's specifications.


Credit notes

Our credit notes are valid for 3 months from the date of issue and can only be used by the issued party. Friends Jewellers are unable to replace the credit note if it is lost or stolen.


Tracking the progress of a repair?

The easiest way for you to receive an update is to contact us at our showroom on 0121558 6116, email us at or visit us in store.


Delivery of goods.

If you do not wish to come instore, we can arrange secure shipping of your purchase requiring a signature. To keep your order safe we will only deliver to your delivery address.


Single Transaction cash payments over £5000

As per HMRC guidelines we are required to take 2 forms of ID for any one purchases over £5000 but under £10’000. We are regrettably not able to take cash over £10000. Please see the list below for suitable IDs.


Use of images

We take every care in presenting accurate images of our products online but are unable to guarantee that they are an accurate representation of the actual merchandise you’ll receive, as your monitor's display and colour capabilities may misrepresent images. 


Product information and pricing

We endeavour to present correct and up to date product information and pricing on this website.  However, all products and/or services displayed on this website are subject to availability and prices of products may change with gold fluctuations and weight variations. We will confirm availability at the time of your order. If a product is unavailable when we come to despatch your order or in the unlikely event of a problem occurs with your order, we will contact you either by phone or email. Please ensure these details are correct.


Website errors

We aim at all times, to present the most recent, most accurate, and most reliable information on this website. However, some information may unintentionally contain incomplete data, typographical errors, or inaccuracies and we reserve the right to amend errors or to update product information at any time without prior notice.


Orders Online

Once you have completed the checkout process, we will send you an order confirmation email detailing the products you have ordered. This is not an order acceptance. Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order.

Non-acceptance of an order may be a result of one of the following:

  • The product you ordered being unavailable from stock
  • Our inability to obtain authorisation for your payment
  • The identification of a pricing or product description error
  • Your not meeting the eligibility to order criteria set out in the main Terms & Conditions
  • Your order not passing our verification checks.

When your order is placed, the funds for your order will be ‘pending’ ready for us to ‘collect’ when we despatch your order.

Pending funds means the amount of authorised money is set aside, away from your available balance and the amount is not debited completely until the day of despatch. Goods will not be despatched until payment collection has been successful.